Helpdesk Advisor
Core
First-line support advisor for business customers in the land-based gaming industry, handling service calls, fault logging, and troubleshooting.
Role type
Helpdesk Advisor (Customer Support)
Builds
Customer support services for casino and gaming operators
Domain
Gaming / Customer Service
Deliverable
client delivery
Required skills
Verbal communication, written communication, fault finding, troubleshooting, computer literacy, organization, SLA/KPI management, escalation, proactive calling
Preferred skills
Previous customer service or telephone support experience, knowledge of UK gaming industry, experience in SLA-driven environments
Technologies
Astea Call Management System, Microsoft Office
Responsibilities
Answer service calls and understand customer issues, log and manage faults, troubleshoot problems to identify causes and solutions, keep customers updated on progress, escalate issues to senior team members, work with cross-functional teams, make proactive customer calls, handle customer concerns professionally, maintain accurate records
Seniority
Individual Contributor, Entry to Mid-level